Hotel Receptionist / Front Desk Agent (English Speaking)

About the Company

Hilton Hotels & Resorts is a global leader in hospitality, operating more than 6,000 properties across 117 countries and territories. For more than a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. We are dedicated to continuing our tradition of providing exceptional guest experiences and creating a rewarding environment for our team members worldwide.

Job Description

We are seeking a dedicated and enthusiastic Hotel Receptionist / Front Desk Agent to join our vibrant team in Hamburg. This role is crucial for creating a welcoming and efficient experience for all our guests. As the first point of contact, you will play a vital role in ensuring guest satisfaction through professional service, efficient check-in/check-out processes, and expert handling of inquiries. Fluency in English is a mandatory requirement for this position, and while German language skills are not required, a passion for hospitality and a commitment to excellence are paramount.

Key Responsibilities

• Greet and welcome guests upon arrival and departure, ensuring a warm and professional first and last impression.
• Perform efficient guest check-in and check-out procedures, including handling guest information, room assignments, and key distribution.
• Manage and process reservations, cancellations, and modifications accurately and promptly.
• Answer incoming phone calls, address guest inquiries, and provide detailed information about hotel services, facilities, and local attractions.
• Handle guest complaints and resolve issues promptly and courteously to ensure guest satisfaction.
• Process payments, manage cash drawer, and maintain accurate billing records.
• Communicate effectively with other hotel departments (housekeeping, concierge, food & beverage) to fulfill guest requests and ensure seamless service.
• Maintain a clean, tidy, and organized front desk area.
• Adhere to all hotel policies, procedures, and safety standards.

Required Skills

• Fluent in English (verbal and written communication).
• Excellent customer service and interpersonal skills.
• Proficiency in Property Management Systems (PMS), preferably OnQ or similar hotel software.
• Strong problem-solving abilities and attention to detail.
• Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.
• Flexibility to work various shifts, including evenings, weekends, and public holidays.
• Professional demeanor and appearance.

Preferred Qualifications

• Previous experience (1-2 years) in a hotel front desk or guest service role.
• A diploma or degree in Hospitality Management or a related field.

Perks & Benefits

• Competitive salary and performance-based incentives.
• Extensive travel and hotel discounts for team members and their families globally.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for professional growth and career development within Hilton's global network.
• Paid time off and holiday benefits.
• Access to exclusive training programs and hospitality industry certifications.
• Complimentary meals during shifts.

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